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Customer feedback is important for any business that wants to better themselves. We can collect feedback on virtually any aspect of our business—our customer support, our website’s usability, the effectiveness of email campaigns, you name it. But the problem is, unless you’re offering incentive for users to complete your customer feedback forms, such as discount coupons…
If you live in the world of remote work, you know it has unique challenges. Everything from socializing to management takes on a different hue when one coworker is here and another is there. Millions of jobs shift to remote work, and entire industries grapple with the transition. That’s why you’ll find a gajillion results…
A silent majority of customers would rather pop into your website, leaf through your how-to resources on their own and then quietly exit.
This is a guest post from our friends over at Campaign Monitor. Kim Courvoisier will teach you 6 ways marketing and customer support can collaborate to create more consistent customer experiences. Customer support is a priority for many brands, especially since 3 out 4 customers spend more money with companies that provide superior customer service. However,…
Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated. Deliver live chat incorrectly and you will put customers off using your business: 83% of consumers…
Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on driving leads, sales, and revenue. Live chat is often seen as an online support tool for existing customers. It’s a popular alternative to email support because instant discussions resolve simple queries. This explains why it’s the most favored…
Adding live chat for customer service was supposed to solve all your service challenges. Investing in the channel was a no-brainer, or so you thought! It would allow your staff to delight customers with quick, frictionless support. For most Customer Support Managers, that hasn’t happened yet. Even Amazon, with its ‘world’s most customer-centric business’ ethos,…
The other day I was frustrated after not receiving an order for the second time from an online retailer that I order through all the time. The support site for the company offered me three options: I could receive a phone call I could send an email I could open a live chat. For a…
If you’re a hiring manager in a startup you can agree with me when I say, It’s not easy to build a dream team with so many constraints. Like every other startup these days, Kayako looks for self-starters and self-motivated candidates. Those are the baseline skillsets that make great employees. Relying on applications alone can…
So you’re ready to introduce live chat support to your business. Outside of your support job, you might even be one of the 41% of consumers who prefer live chat over any other support channel – phone, email, Facebook or Twitter. You’re probably looking for a seamless live chat tool for your modern business. It must…
Everyone knows it’s a challenge to “nail” excellent customer service. It’s been documented, lamented, with every solution put forward for decades now. But there’s an ugly reality of customer service that is far less understood—almost no one is getting live chat right. That isn’t gospel, as 38% consumers rate live chat to have a terrible user experience,…
Live chat functionality on websites should be hugely helpful, because it allows a customer support representative to help the user immediately. Online live chat offers quick and easy access to a customer service department, the waiting times are usually minimal, and there are no call charges. Win—win—win. So, in theory, live chat should be highly effective…but…